Appalling customer service. Scalded by hot water as cafetiere incorrectly prepared by inexperienced untrained staff.
Head Office response was that the hotel is going through a transition period with a complete new team and new Restaurant Manager and training does take time which they're sure I can imagine!.
Breakfast charges were refunded which considering we had to leave breakfast to get cold water onto the burn is hardly generous.
We had visited for our wedding anniversary and breakfast on both mornings was atrocious. Incorrect orders, burnt food, 4 requests for coffee which arrived after food had been eaten. Asked for apple juice to be told they didn't have any so had to point it out on the shelf!
Room was comfortable but nothing special. Accident was documented at the time with a follow up call promised by the duty manager who either forgot or couldn't be bothered.
4" burn on wrist is now blistered but will heal quickly enough however, response to this accident is unacceptable.
I suggested that the cost of our stay was refunded in the circumstances, but HdV felt the offer of an afternoon tea was sufficient. Thankfully Hotels.com have refunded in full and are investigating.More
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